 jester121Premium
join:2003-08-09
Lake Zurich, IL
 ·voip.ms
| reply to KrK
Re: Does This Make Union Employees Happier? said by KrK:However, if competition is widespread, they cannot afford poor quality service. They lose customers. When you see AT&T making moves like this they are basically saying "We don't care, we know it won't harm us." Your analysis is outdated. Companies learned long ago that it isn't worth spending the money to keep all customers happy -- it's better to just let them leave. Because, the competition is doing exactly the same thing, so by default some of those unhappy customers will end up back at the first company. It's the natural evolution of the marketplace.
Mobile phone providers have been demonstrating this for years (most notably when Sprint fired their customers who were being a pain in the ass). Churn is fine as long as it's spread across the market; everyone loses some but gains some back from the competition too.
The customer is not always right.
Some customers are not worth keeping. |
